Overview
This guide walks through some common troubleshooting steps to take if an order is not populating shipping rates with various carriers through EasyPost. Note that in some cases there may be multiple issues to address before rates will generate.
Table Of Contents
How to solve "Not enough information to fetch rates" issue
One common issue is some orders do not have enough information to automatically generate label rates
When this happens, check the "Package Details" and "Destination" sections on the left side of the screen
Option 1: Most times, you'll just need to supply a bit more information like a phone number or properly formatted zip code in the sender address to get the rates to generate properly. See Address Check steps below for common fixes
Option 2: Check to make sure your organization's phone number and address are set in admin settings
Address Check: PO Box Related Issues
Check to see if the address has a PO Box in both of the street address lines (see below)
If so, try removing it in either the street 1 or street 2 address lines
If rates generate, verify with the buyer the best address to ship the order to
If there is a PO Box and you are only seeing USPS rates, that's by design as FedEx does not ship to PO Boxes unless you have a FedEx SmartPost account
Address Check: Zip Code
Check to see if the zip code is missing digits. For domestic shipments, zip codes should be formatted in one of the following ways
5 digit numeric zip code (i.e. 07621)
9 digit number consisting of 5 digits, a hyphen, and 4 digits (i.e. 07621-0121)
Verify no letters are in US Zip Code (O instead of 0)
Address Check: Phone Number
Verify the phone number has no missing or extra digits
Phone numbers should have a total of 10 digits
Verify no letters instead of numbers (O instead of 0)
Verify no odd punctuation marks in phone number (underscore, periods, etc.)
Error Message: "Failed to buy postage label"
If your EasyPost account has an issue, sometimes the label purchase step will show an error
If this occurs, there are a few fixes that you can try to fix the situation:
Option 1: Check to make sure your organization phone number and address is set in admin settings
Option 2: Refresh the page and try again
Option 3: Check to make sure your carrier accounts are fully setup on easypost.com
Error Message: "Failed to buy postage label: Insufficient Funds"
Login to your EasyPost account
Select the username dropdown menu in the top left corner and select "Billing"
Check the balance at the top - if it is lower than the cost of insurance or the shipping label that is the source of the issue!
You may also see something indicating that funds are pending. This means the funds are awaiting transfer from your bank account to EasyPost but are not yet available
How to Fix it Now & In the Future
If your secondary payment method is set up with a credit card you can add funds to the account from that credit card instantly
Note - if you do not have a credit card on file, it may take up to 5 business days for funds to transfer from your bank account to EasyPost
To prevent this issue from happening again, consider setting a higher recharge threshold dollar and recharge amount. Check out this help article for more information on how to calculate an appropriate recharge threshold and amount
Error Message: "The request could not be understood by the server due to malformed syntax"
This error message typically appears if customs info is not added to a military address (DPO, FPO, APO)
Click "Add Customs info" in the Destination box in the left column
Verify customs info and buy label
Error Message: "FedEx returned error: Inactive customer account"
This error means an issue with your FedEx account needs to be resolved. Contact FedEx via phone to resolve any outstanding issues. Once corrected, you'll be able to purchase shipping labels.
USPS Flat Rate Boxes Not Generating Rates
Ensure that the box field in Package Details is set to the correct box type
Search the box field by typing "Flat Rate" and selecting the USPS box that matches the order
Note the box must start with "USPS - " to populate specific flat rate prices
If you have a box size in Lister labeled "Flat rate" it will not automatically populate flat rate shipping rates
Puerto Rico Address Not Generating Rates
Ensure STATE listed as “PR”
International Shipping Not Generating Rates
When shipping internationally, make sure to click the "Add Customs info" button and fill out all relevant information
Verify the PFC/ELL code is correct (more info here)
Optional: Enter tariff code (search codes here)
If problems persist please double-check the recipient's address with the buyer
Multi-package Orders Not Generating Rates
Ensure box dimensions and weights are entered for each package
Verify a delivery confirmation option is chosen for each package
Some carriers limit shipments by weight or number of packages
Try removing packages if none of the above steps work and separate them into different shipments
Maximum Package Dimensions
Ensure maximum weight and/or box dimensions meet the requirements of the specific carrier
"No Rates Found" On All Shipments
If you encounter the above error on all of your shipments, your carrier accounts may not be fully configured
Check to make sure the destination and package information is filled out completely following the previous steps in this guide, then follow this guide to make sure your carrier accounts are properly set up
Related Guides
Have questions? Reach out to us at support@uprightlabs.com or via chat anytime between 9am-6pm ET, Monday to Friday.